Case Study

Abilio: CRM that drives business value

Cluster Reply has developed a complete, efficient, and interconnected CRM system covering the main business processes of marketing, customer service, and sales.

To enhance customer relationships and streamline business processes, Abilio relies on CRM as a key enabler. With Cluster Reply’s support, a CRM solution powered by Microsoft Dynamics 365 was implemented in partnership with Enghouse Interactive.

Next-gen CRM: unified and interconnected.

Following the showcase portals, the CRM is the most critical application within Abilio’s business context. It serves as the backbone for the sales network, customer service, and marketing team, enabling effective customer communication. Today, the CRM delivers a unified and interconnected workspace, enhanced by Microsoft Teams and Microsoft SharePoint collaboration platforms.

Thanks to the CRM, agents and brokers at Abilio connect with qualified leads interested in their relevant assets, having all the contact history in one tool from creation, to actions taken on the portals, to cases managed by customer service. With this information, they can immediately establish a more in-depth conversation with the potential client and can keep track of the entire negotiation process: from the first contact, to the presentation of offers, to the awarding and conclusion of the sale.

With omnichannel capabilities provided by Enghouse through the 'ContactCT Highway' platform, and the integration of the phone bar with the Service module of Microsoft Dynamics 365, operators manage support cases more effectively by tracking contact data and information received from users through phone calls, emails, and chat. The contacts entered into the system are of high quality, streamlining the lead qualification process and increasing collaboration between business departments.

Thanks to the automation of Marketing activities, present in the Marketing module, the lead generation of showcase portals has been enhanced. By tracking the actions that users take on Abilio's portals, it is possible to create differentiated marketing campaigns for specific user segments, fostering loyalty and creating personalized paths based on the interests expressed by the user and the searches conducted.

A new mindset

The entire solution, in my opinion, has allowed us to significantly improve customer loyalty and the customer experience of our clientele. It has been a very complex challenge because it also involves adopting new mindsets brought about by this “digital transformation” and will impact both technological innovation and business processes.

Federico Bocchini
ICT Governance & Operations

A successful project

We can talk about a successful project. The CRM is the tool that enables communication with our clients. With Dynamics 365, we have digitized our customer care business processes, improved the customer experience, created personalized marketing campaigns, and optimized the network of our developers, agents, and brokers.

Giulia Valdinoci
CRM Product Owner Specialist

CRM and Contact Center: the winning formula for exceptional customer experience

Improve customer service management through the control of phone and digital channels and effective integration with the CRM for a flawless customer experience.

Abilio, the network that connects people

Abilio, a company of the illimity bank group specialized in the sale of real estate and instrumental goods, has recently initiated a digital transformation process aimed at maximizing the value of the relationship between the company and its clients, investing in every element of the chain in the contact flow, which occurs through thematic portals for the buying and selling of real estate and properties, customer service, and field professionals working throughout the national territory.

Abilio

Group company of illimity specialized in the sale of real estate and instrumental goods from bankruptcy and enforcement procedures, financial institutions, and voluntary sales, with a model based on innovation, transparency, and simplicity

Enghouse Interactive

Helps over 15,000 organizations worldwide manage more than 1 billion interactions with customers of all sizes, across all industries and on all channels. This makes Enghouse Interactive one of the largest providers of contact center solutions in the world.